{"id":24045,"date":"2017-06-13T10:00:54","date_gmt":"2017-06-13T07:00:54","guid":{"rendered":"http:\/\/realitsm.ru\/?p=24045"},"modified":"2017-06-13T11:16:53","modified_gmt":"2017-06-13T08:16:53","slug":"zdes-igraem-zdes-ne-igraem","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2017\/06\/zdes-igraem-zdes-ne-igraem\/","title":{"rendered":"&#171;\u0417\u0434\u0435\u0441\u044c \u0438\u0433\u0440\u0430\u0435\u043c, \u0437\u0434\u0435\u0441\u044c \u043d\u0435 \u0438\u0433\u0440\u0430\u0435\u043c \u2026&#187;"},"content":{"rendered":"<p>\n\t<a href=\"https:\/\/realitsm.ru\/wp-content\/uploads\/2017\/06\/\u043c\u0430\u043b\u044c\u0447\u0438\u043a\u0438-\u043d\u0430\u043f\u0440\u0430\u0432\u043e-\u0434\u0435\u0432\u043e\u0447\u043a\u0438-\u043d\u0430\u043b\u0435\u0432\u043e-web.jpg\" rel=\"\" style=\"\" target=\"\" title=\"\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"180\" alt=\"\" class=\"size-medium wp-image-24051 alignleft\" src=\"https:\/\/realitsm.ru\/wp-content\/uploads\/2017\/06\/\u043c\u0430\u043b\u044c\u0447\u0438\u043a\u0438-\u043d\u0430\u043f\u0440\u0430\u0432\u043e-\u0434\u0435\u0432\u043e\u0447\u043a\u0438-\u043d\u0430\u043b\u0435\u0432\u043e-web-300x180.jpg\" style=\"width: 300px; height: 180px;\" title=\"\" srcset=\"https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2017\/06\/\u043c\u0430\u043b\u044c\u0447\u0438\u043a\u0438-\u043d\u0430\u043f\u0440\u0430\u0432\u043e-\u0434\u0435\u0432\u043e\u0447\u043a\u0438-\u043d\u0430\u043b\u0435\u0432\u043e-web-300x180.jpg 300w, https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2017\/06\/\u043c\u0430\u043b\u044c\u0447\u0438\u043a\u0438-\u043d\u0430\u043f\u0440\u0430\u0432\u043e-\u0434\u0435\u0432\u043e\u0447\u043a\u0438-\u043d\u0430\u043b\u0435\u0432\u043e-web.jpg 448w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a>\u0414\u043b\u044f \u043e\u0446\u0435\u043d\u043a\u0438 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0430 \u0440\u0430\u0431\u043e\u0442\u044b \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438&nbsp;\u0447\u0430\u0441\u0442\u043e \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u0443\u044e\u0442\u0441\u044f \u0442\u0430\u043a\u0438\u0435 \u043c\u0435\u0442\u0440\u0438\u043a\u0438 \u043a\u0430\u043a: &laquo;\u0414\u043e\u043b\u044f \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u0440\u0435\u0448\u0451\u043d\u043d\u044b\u0445 \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438 (First Line Resolution &#8212; FLR)&raquo; \u0438 &laquo;\u0414\u043e\u043b\u044f \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u0440\u0435\u0448\u0451\u043d\u043d\u044b\u0445 \u0432 \u0442\u0435\u0447\u0435\u043d\u0438\u0435 \u043f\u0435\u0440\u0432\u043e\u0433\u043e \u043a\u043e\u043d\u0442\u0430\u043a\u0442\u0430 (First Contact Resolution &#8212; FCR)&raquo;. \u041f\u0440\u0438\u0447\u0438\u043d\u0430 \u0438\u0445 \u043f\u043e\u044f\u0432\u043b\u0435\u043d\u0438\u044f \u0434\u043e\u0432\u043e\u043b\u044c\u043d\u043e \u043e\u0447\u0435\u0432\u0438\u0434\u043d\u0430 &ndash; \u0441\u0442\u0440\u0435\u043c\u043b\u0435\u043d\u0438\u0435 \u0443\u0432\u0435\u043b\u0438\u0447\u0438\u0442\u044c \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u0440\u0430\u0437\u0440\u0435\u0448\u0430\u0435\u043c\u044b\u0445 \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438. \u0412 \u0441\u0432\u043e\u044e \u043e\u0447\u0435\u0440\u0435\u0434\u044c, \u044d\u0442\u043e \u0434\u043e\u043b\u0436\u043d\u043e \u043f\u0440\u0438\u0432\u0435\u0441\u0442\u0438 \u043a \u0441\u043d\u0438\u0436\u0435\u043d\u0438\u044e \u0441\u0442\u043e\u0438\u043c\u043e\u0441\u0442\u0438 \u043e\u0431\u0440\u0430\u0431\u043e\u0442\u043a\u0438 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439 \u0437\u0430 \u0441\u0447\u0451\u0442 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u044f \u0431\u043e\u043b\u0435\u0435 \u0434\u0435\u0448\u0451\u0432\u044b\u0445 \u0440\u0435\u0441\u0443\u0440\u0441\u043e\u0432 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438 \u0438 \u043f\u043e\u0432\u044b\u0448\u0435\u043d\u0438\u044e \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u0437\u0430 \u0441\u0447\u0451\u0442 \u0441\u043e\u043a\u0440\u0430\u0449\u0435\u043d\u0438\u044f \u0432\u0440\u0435\u043c\u0435\u043d\u0438 \u043e\u0431\u0440\u0430\u0431\u043e\u0442\u043a\u0438 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439 (\u043d\u0435\u0442 \u044d\u0441\u043a\u0430\u043b\u0430\u0446\u0438\u0438 &ndash; \u043d\u0435\u0442 \u043f\u043e\u0442\u0435\u0440\u044c \u0432\u0440\u0435\u043c\u0435\u043d\u0438 \u043d\u0430 \u0440\u0435\u0430\u043a\u0446\u0438\u044e).\n<\/p>\n<p>\n\t\u041f\u0440\u0438\u043c\u0435\u043d\u0435\u043d\u0438\u0435 \u044d\u0442\u0438\u0445 \u043c\u0435\u0442\u0440\u0438\u043a \u0432\u044b\u0433\u043b\u044f\u0434\u0438\u0442 \u043e\u043f\u0440\u0430\u0432\u0434\u0430\u043d\u043d\u044b\u043c \u0438 \u043b\u0435\u0433\u043a\u043e \u0440\u0435\u0430\u043b\u0438\u0437\u0443\u0435\u043c\u044b\u043c. \u0412 \u0431\u043e\u043b\u044c\u0448\u0438\u043d\u0441\u0442\u0432\u0435 \u0441\u043b\u0443\u0447\u0430\u0435\u0432 \u0440\u0430\u0441\u0447\u0451\u0442 \u043f\u0440\u0435\u0434\u043b\u0430\u0433\u0430\u0435\u0442\u0441\u044f \u043f\u0440\u043e\u0438\u0437\u0432\u043e\u0434\u0438\u0442\u044c \u043f\u043e \u0444\u043e\u0440\u043c\u0443\u043b\u0435 (\u0430\u043d\u0430\u043b\u043e\u0433\u0438\u0447\u043d\u044b\u0435 \u0444\u043e\u0440\u043c\u0443\u043b\u044b \u043f\u0440\u0438\u0432\u0435\u0434\u0435\u043d\u044b \u0432 \u043a\u043d\u0438\u0433\u0435 &laquo;<a href=\"https:\/\/cleverics.ru\/subject-field\/books\/612-itsm-a-practical-guide-to-process-measurement\">ITSM. \u0420\u0443\u043a\u043e\u0432\u043e\u0434\u0441\u0442\u0432\u043e \u043f\u043e \u0438\u0437\u043c\u0435\u0440\u0435\u043d\u0438\u044e<\/a>&raquo;):\n<\/p>\n<ul>\n<li>\n\t\t&nbsp;FLR=R\/N (\u0433\u0434\u0435 R &mdash; \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u0440\u0435\u0448\u0451\u043d\u043d\u044b\u0445 \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, N &mdash; \u043e\u0431\u0449\u0435\u0435 \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u043f\u043e\u0441\u0442\u0443\u043f\u0438\u0432\u0448\u0438\u0445 \u043d\u0430 \u043f\u0435\u0440\u0432\u0443\u044e \u043b\u0438\u043d\u0438\u044e \u0437\u0430 \u043e\u0442\u0447\u0451\u0442\u043d\u044b\u0439 \u043f\u0435\u0440\u0438\u043e\u0434);\n\t<\/li>\n<li>\n\t\tFCR=C\/N (\u0433\u0434\u0435 C &mdash; \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u0440\u0435\u0448\u0451\u043d\u043d\u044b\u0445 \u0432 \u0445\u043e\u0434\u0435 \u043f\u0435\u0440\u0432\u0438\u0447\u043d\u043e\u0433\u043e \u043a\u043e\u043d\u0442\u0430\u043a\u0442\u0430&nbsp;\u0441 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u043c, N &mdash; \u043e\u0431\u0449\u0435\u0435 \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u043f\u043e\u0441\u0442\u0443\u043f\u0438\u0432\u0448\u0438\u0445 \u0432 \u0437\u0430\u0434\u0430\u043d\u043d\u0443\u044e \u0433\u0440\u0443\u043f\u043f\u0443 \u0437\u0430 \u043e\u0442\u0447\u0451\u0442\u043d\u044b\u0439 \u043f\u0435\u0440\u0438\u043e\u0434).\n\t<\/li>\n<\/ul>\n<p>\n\t\u041e\u0434\u043d\u0430\u043a\u043e, \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u0435 \u044d\u0442\u0438\u0445 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0435\u0439 \u043d\u0430 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0435 \u043e\u043a\u0430\u0437\u044b\u0432\u0430\u0435\u0442\u0441\u044f \u043d\u0435 \u0441\u043e\u0432\u0441\u0435\u043c \u0442\u0440\u0438\u0432\u0438\u0430\u043b\u044c\u043d\u043e\u0439 \u0437\u0430\u0434\u0430\u0447\u0435\u0439.<br \/>\n\t\u0427\u0430\u0441\u0442\u043e \u0441\u0442\u0430\u043b\u043a\u0438\u0432\u0430\u044e\u0442\u0441\u044f \u0441 \u0434\u0432\u0443\u043c\u044f \u0437\u0430\u0442\u0440\u0443\u0434\u043d\u0435\u043d\u0438\u044f\u043c\u0438:\n<\/p>\n<ol>\n<li>\n\t\t\u0418\u0437\u043b\u0438\u0448\u043d\u044f\u044f \u0437\u0430\u0434\u0435\u0440\u0436\u043a\u0430 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u044f \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438 (\u0438\u0437\u043b\u0438\u0448\u043d\u0435\u0435 \u0443\u0434\u0435\u0440\u0436\u0430\u043d\u0438\u0435 \u0437\u0432\u043e\u043d\u043a\u0430 \u043f\u0440\u0438 \u043f\u0435\u0440\u0432\u043e\u043c \u043a\u043e\u043d\u0442\u0430\u043a\u0442\u0435) \u0432 \u043f\u043e\u043f\u044b\u0442\u043a\u0435 \u0440\u0430\u0437\u0440\u0435\u0448\u0438\u0442\u044c \u043c\u0430\u043a\u0441\u0438\u043c\u0430\u043b\u044c\u043d\u043e\u0435 \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439;\n\t<\/li>\n<li>\n\t\t\u041e\u043f\u0440\u0435\u0434\u0435\u043b\u0438\u0442\u044c N \u0434\u043b\u044f \u0444\u043e\u0440\u043c\u0443\u043b, \u043f\u0440\u0438\u0432\u0435\u0434\u0451\u043d\u043d\u044b\u0445 \u0432\u044b\u0448\u0435.\n\t<\/li>\n<\/ol>\n<p>\n\t\u0421 \u043f\u0435\u0440\u0432\u043e\u0439 \u0441\u043b\u043e\u0436\u043d\u043e\u0441\u0442\u044c\u044e \u0431\u043e\u043b\u0435\u0435 \u0438\u043b\u0438 \u043c\u0435\u043d\u0435\u0435 \u043f\u043e\u043d\u044f\u0442\u043d\u043e &ndash; \u0432\u0432\u043e\u0434\u0438\u043c \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0435\u043d\u0438\u0435 \u043d\u0430 \u0432\u0440\u0435\u043c\u044f \u043e\u0431\u0440\u0430\u0431\u043e\u0442\u043a\u0438 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u044f \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438 (\u043f\u0440\u0438 \u043f\u0435\u0440\u0432\u043e\u043c \u043a\u043e\u043d\u0442\u0430\u043a\u0442\u0435) \u0438\u043b\u0438 &laquo;\u043f\u0440\u043e\u0442\u0438\u0432\u043e\u0432\u0435\u0441\u043d\u044b\u0439&raquo; \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u044c \u0442\u0438\u043f\u0430 &laquo;\u0434\u043e\u043b\u044f \u0437\u0432\u043e\u043d\u043a\u043e\u0432, \u043f\u0440\u0438\u043d\u044f\u0442\u044b\u0445 \u0431\u0435\u0437 \u043f\u0440\u0435\u0432\u044b\u0448\u0435\u043d\u0438\u044f \u0432\u0440\u0435\u043c\u0435\u043d\u0438 \u043e\u0436\u0438\u0434\u0430\u043d\u0438\u044f \u0430\u0431\u043e\u043d\u0435\u043d\u0442\u0430 \u043d\u0430 \u043b\u0438\u043d\u0438\u0438&raquo;, \u0438\u043b\u0438 &laquo;\u0441\u0440\u0435\u0434\u043d\u0435\u0435 (\u043c\u0430\u043a\u0441\u0438\u043c\u0430\u043b\u044c\u043d\u043e\u0435) \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u0430\u0431\u043e\u043d\u0435\u043d\u0442\u043e\u0432 \u0432 \u043e\u0447\u0435\u0440\u0435\u0434\u0438 \u0432\u0445\u043e\u0434\u044f\u0449\u0438\u0445 \u0437\u0432\u043e\u043d\u043a\u043e\u0432&raquo; \u0438 \u0434\u0430\u043b\u044c\u0448\u0435 \u0441 \u044d\u0442\u0438\u043c \u043c\u043e\u0436\u043d\u043e \u0436\u0438\u0442\u044c.&nbsp;\n<\/p>\n<p>\n\t\u0421\u043e \u0432\u0442\u043e\u0440\u043e\u0439 \u043f\u0440\u043e\u0431\u043b\u0435\u043c\u043e\u0439 \u0441\u043b\u043e\u0436\u043d\u0435\u0435. \u041e\u0441\u043e\u0431\u0435\u043d\u043d\u043e\u0441\u0442\u044c \u0432 \u0442\u043e\u043c, \u0447\u0442\u043e \u0434\u0430\u043b\u0435\u043a\u043e \u043d\u0435 \u0432\u0441\u0435 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u044f \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e \u0440\u0430\u0437\u0440\u0435\u0448\u0438\u0442\u044c \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438. \u0427\u0430\u0441\u0442\u044c \u0437\u0430\u044f\u0432\u043e\u043a \u0444\u0438\u0437\u0438\u0447\u0435\u0441\u043a\u0438 \u043d\u0435\u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e \u0440\u0435\u0448\u0438\u0442\u044c \u0443\u0434\u0430\u043b\u0451\u043d\u043d\u043e, \u0447\u0430\u0441\u0442\u044c \u043d\u0435\u043b\u044c\u0437\u044f \u0432\u044b\u043f\u043e\u043b\u043d\u044f\u0442\u044c \u0438\u0437-\u0437\u0430 \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0435\u043d\u0438\u044f \u0440\u0435\u0433\u043b\u0430\u043c\u0435\u043d\u0442\u043e\u0432 \u0438\u043b\u0438 \u043f\u043e\u043b\u0438\u0442\u0438\u043a, \u0430 \u0447\u0430\u0441\u0442\u044c \u0432 \u0441\u0432\u044f\u0437\u0438 \u0441 \u043e\u0442\u0441\u0443\u0442\u0441\u0442\u0432\u0438\u0435\u043c \u043d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u043e\u0433\u043e \u0443\u0440\u043e\u0432\u043d\u044f \u0434\u043e\u0441\u0442\u0443\u043f\u0430 \u0443 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438.&nbsp;\u0412 \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u0435 \u043f\u043e\u043b\u0443\u0447\u0430\u0435\u0442\u0441\u044f, \u0447\u0442\u043e \u043b\u0438\u0431\u043e \u043c\u044b \u0441\u043e\u0437\u043d\u0430\u0442\u0435\u043b\u044c\u043d\u043e \u0438\u0434\u0451\u043c \u043d\u0430 \u0438\u0441\u043a\u0430\u0436\u0435\u043d\u0438\u0435 \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u043e\u0432, \u0443\u0447\u0438\u0442\u044b\u0432\u0430\u044f \u0432\u0441\u0435 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u044f, \u0438 \u0434\u0435\u043b\u0430\u0435\u043c \u0434\u0430\u043d\u043d\u044b\u0439 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u044c \u043f\u043b\u043e\u0445\u043e \u043f\u0440\u0438\u043c\u0435\u043d\u0438\u043c\u044b\u043c \u0434\u043b\u044f \u043e\u0446\u0435\u043d\u043a\u0438 (\u0441\u0443\u0449\u0435\u0441\u0442\u0432\u0443\u0435\u0442 \u0444\u0430\u043a\u0442\u043e\u0440 \u043d\u0430 \u043a\u043e\u0442\u043e\u0440\u044b\u0439 \u043f\u0435\u0440\u0432\u0430\u044f \u043b\u0438\u043d\u0438\u044f \u043d\u0438\u043a\u0430\u043a \u043d\u0435 \u043c\u043e\u0436\u0435\u0442 \u0432\u043b\u0438\u044f\u0442\u044c), \u043b\u0438\u0431\u043e \u0434\u043e\u043b\u0436\u043d\u044b \u0443\u0447\u0438\u0442\u044b\u0432\u0430\u0442\u044c \u0442\u043e\u043b\u044c\u043a\u043e \u0442\u0435 \u0437\u0430\u044f\u0432\u043a\u0438, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u043f\u0435\u0440\u0432\u0430\u044f \u043b\u0438\u043d\u0438\u044f \u043c\u043e\u0433\u043b\u0430 \u0440\u0435\u0448\u0438\u0442\u044c. \u0418 \u0442\u0443\u0442 \u0432\u043e\u0437\u043d\u0438\u043a\u0430\u0435\u0442 \u0432\u043e\u043f\u0440\u043e\u0441: \u043a\u0430\u043a \u044d\u0442\u043e \u0440\u0435\u0430\u043b\u0438\u0437\u043e\u0432\u0430\u0442\u044c?&nbsp;\n<\/p>\n<p>\n\t\u0412 \u0442\u0435\u0445 \u0440\u0435\u0448\u0435\u043d\u0438\u044f\u0445, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u044f \u0432\u0441\u0442\u0440\u0435\u0447\u0430\u043b, \u043f\u0440\u0438\u043c\u0435\u043d\u044f\u043b\u0430\u0441\u044c \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0430\u044f \u0441\u0445\u0435\u043c\u0430 (\u0438\u043d\u043e\u0433\u0434\u0430 \u0441 \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u043c\u0438, \u043d\u0435\u0437\u043d\u0430\u0447\u0438\u0442\u0435\u043b\u044c\u043d\u044b\u043c\u0438 \u0438\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u044f\u043c\u0438):\n<\/p>\n<ul>\n<li>\n\t\t\u0414\u043b\u044f \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u043e\u0432, \u043d\u0430 \u044d\u0442\u0430\u043f\u0435 \u0437\u0430\u043a\u0440\u044b\u0442\u0438\u044f, \u0441\u043f\u0435\u0446\u0438\u0430\u043b\u0438\u0441\u0442 \u0432\u0442\u043e\u0440\u043e\u0439 (\u0442\u0440\u0435\u0442\u0435\u0439) \u043b\u0438\u043d\u0438\u0438 \u043e\u0442\u043c\u0435\u0447\u0430\u043b, \u043f\u0440\u0438 \u043d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u043e\u0441\u0442\u0438, \u0447\u0442\u043e \u044d\u0442\u043e\u0442 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442 \u043c\u043e\u0433 \u0431\u044b\u0442\u044c \u0440\u0435\u0448\u0451\u043d \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438.\n\t<\/li>\n<li>\n\t\t\u0414\u043b\u044f \u0437\u0430\u043f\u0440\u043e\u0441\u043e\u0432 \u043d\u0430 \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u0435, \u0437\u0430\u0440\u0430\u043d\u0435\u0435, \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u043b\u0430\u0441\u044c (\u043b\u0438\u043d\u0438\u044f) \u0433\u0440\u0443\u043f\u043f\u0430, \u043a\u043e\u0442\u043e\u0440\u0430\u044f \u0434\u043e\u043b\u0436\u043d\u0430 \u0440\u0435\u0448\u0430\u0442\u044c \u0434\u0430\u043d\u043d\u044b\u0439 \u0437\u0430\u043f\u0440\u043e\u0441 \u0438\u043b\u0438 \u0434\u0435\u0439\u0441\u0442\u0432\u043e\u0432\u0430\u043b\u0438 \u0430\u043d\u0430\u043b\u043e\u0433\u0438\u0447\u043d\u043e \u043e\u0431\u0440\u0430\u0431\u043e\u0442\u043a\u0435 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u043e\u0432.\n\t<\/li>\n<\/ul>\n<p>\n\t\u041f\u0440\u0438 \u043d\u0430\u043b\u0438\u0447\u0438\u0438 \u0434\u043e\u0441\u0442\u0430\u0442\u043e\u0447\u043d\u043e\u0439 \u043c\u043e\u0442\u0438\u0432\u0430\u0446\u0438\u0438, \u043a\u0430\u043a \u0432 &laquo;\u043d\u0430\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u044c\u043d\u043e\u0439&raquo;, \u0442\u0430\u043a \u0438 \u0432 \u043f\u043e\u043e\u0449\u0440\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0439 \u0440\u0435\u0430\u043b\u0438\u0437\u0430\u0446\u0438\u0438, \u0441\u043f\u0435\u0446\u0438\u0430\u043b\u0438\u0441\u0442\u044b \u0432\u0442\u043e\u0440\u043e\u0439 (\u0442\u0440\u0435\u0442\u0435\u0439) \u043b\u0438\u043d\u0438\u0438 \u0442\u0430\u043a\u0438\u0435 \u043e\u0442\u043c\u0435\u0442\u043a\u0438 \u0441\u0442\u0430\u0432\u0438\u043b\u0438. \u0421\u043b\u043e\u0436\u043d\u043e\u0441\u0442\u0438 \u0432\u043e\u0437\u043d\u0438\u043a\u0430\u043b\u0438 \u0442\u043e\u043b\u044c\u043a\u043e \u0432 \u0442\u0435\u0445 \u0441\u043b\u0443\u0447\u0430\u044f\u0445, \u043a\u043e\u0433\u0434\u0430 \u043f\u0435\u0440\u0432\u0430\u044f \u043b\u0438\u043d\u0438\u044f (\u0432 \u043b\u0438\u0446\u0435 \u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0433\u043e \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0430) \u043f\u043e\u0434\u043e\u0431\u043d\u0443\u044e \u043e\u0442\u043c\u0435\u0442\u043a\u0443 \u043e\u043f\u0440\u043e\u0442\u0435\u0441\u0442\u043e\u0432\u044b\u0432\u0430\u043b\u0430. \u0412 \u0442\u0430\u043a\u0438\u0445 \u0441\u043b\u0443\u0447\u0430\u044f\u0445, \u0445\u043e\u0440\u043e\u0448\u043e \u043f\u043e\u043c\u043e\u0433\u0430\u043b\u0430 \u0441\u0441\u044b\u043b\u043a\u0430 \u043d\u0430 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0443\u044e\u0449\u0443\u044e \u0441\u0442\u0430\u0442\u044c\u044e \u0432 \u0431\u0430\u0437\u0435 \u0437\u043d\u0430\u043d\u0438\u0439.\n<\/p>\n<p>\n\t\u0411\u043e\u043b\u0435\u0435 &laquo;\u043a\u0440\u0430\u0441\u0438\u0432\u043e\u0435&raquo; \u0440\u0435\u0448\u0435\u043d\u0438\u0435 &ndash; \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u0435 \u043c\u043e\u0434\u0435\u043b\u0435\u0439 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u043e\u0432. \u0412 \u043c\u043e\u0434\u0435\u043b\u0438 \u043c\u044b \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u0435\u043c, \u043d\u0430 \u043a\u0430\u043a\u043e\u0439 \u043b\u0438\u043d\u0438\u0438 \u0434\u043e\u043b\u0436\u043d\u044b \u0440\u0435\u0448\u0430\u0442\u044c\u0441\u044f \u043f\u043e\u0434\u043e\u0431\u043d\u044b\u0435 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u044b, \u0430 \u0434\u0430\u043b\u044c\u0448\u0435 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u0443\u0435\u043c \u044d\u0442\u043e\u0442 \u0430\u0442\u0440\u0438\u0431\u0443\u0442 \u0434\u043b\u044f \u0444\u0438\u043b\u044c\u0442\u0440\u0430\u0446\u0438\u0438 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u043e\u0432 \u043f\u0440\u0438 \u0444\u043e\u0440\u043c\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u0438 \u043e\u0442\u0447\u0451\u0442\u043d\u043e\u0441\u0442\u0438.\n<\/p>\n<p>\n\t\u0412 \u0437\u0430\u043a\u043b\u044e\u0447\u0435\u043d\u0438\u0435 \u0445\u043e\u0442\u0435\u043b\u043e\u0441\u044c \u0431\u044b \u0441\u043f\u0440\u043e\u0441\u0438\u0442\u044c \u0443 \u0432\u0430\u0441, \u043a\u043e\u043b\u043b\u0435\u0433\u0438: \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u0443\u0435\u0442\u0435 \u043b\u0438 \u0432\u044b \u043f\u043e\u0434\u043e\u0431\u043d\u044b\u0435 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0438, \u0435\u0441\u043b\u0438 \u0434\u0430, \u043a\u0430\u043a \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u0435\u0442\u0435 \u043e\u0431\u0449\u0435\u0435 \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439 \u0440\u0435\u043b\u0435\u0432\u0430\u043d\u0442\u043d\u044b\u0445 \u0434\u043b\u044f \u043f\u043e\u0434\u043e\u0431\u043d\u043e\u0439 \u043e\u0446\u0435\u043d\u043a\u0438?<br \/>\n\t&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0414\u043b\u044f \u043e\u0446\u0435\u043d\u043a\u0438 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0430 \u0440\u0430\u0431\u043e\u0442\u044b \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438&nbsp;\u0447\u0430\u0441\u0442\u043e \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u0443\u044e\u0442\u0441\u044f \u0442\u0430\u043a\u0438\u0435 \u043c\u0435\u0442\u0440\u0438\u043a\u0438 \u043a\u0430\u043a: &laquo;\u0414\u043e\u043b\u044f \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u0440\u0435\u0448\u0451\u043d\u043d\u044b\u0445 \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438 (First Line Resolution &#8212; FLR)&raquo; \u0438 &laquo;\u0414\u043e\u043b\u044f \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u0440\u0435\u0448\u0451\u043d\u043d\u044b\u0445 \u0432 \u0442\u0435\u0447\u0435\u043d\u0438\u0435 \u043f\u0435\u0440\u0432\u043e\u0433\u043e \u043a\u043e\u043d\u0442\u0430\u043a\u0442\u0430 (First Contact Resolution &#8212; FCR)&raquo;. \u041f\u0440\u0438\u0447\u0438\u043d\u0430 \u0438\u0445 \u043f\u043e\u044f\u0432\u043b\u0435\u043d\u0438\u044f \u0434\u043e\u0432\u043e\u043b\u044c\u043d\u043e \u043e\u0447\u0435\u0432\u0438\u0434\u043d\u0430 &ndash; \u0441\u0442\u0440\u0435\u043c\u043b\u0435\u043d\u0438\u0435 \u0443\u0432\u0435\u043b\u0438\u0447\u0438\u0442\u044c \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439, \u0440\u0430\u0437\u0440\u0435\u0448\u0430\u0435\u043c\u044b\u0445 \u043d\u0430 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438. \u0412 \u0441\u0432\u043e\u044e \u043e\u0447\u0435\u0440\u0435\u0434\u044c, \u044d\u0442\u043e \u0434\u043e\u043b\u0436\u043d\u043e \u043f\u0440\u0438\u0432\u0435\u0441\u0442\u0438 \u043a \u0441\u043d\u0438\u0436\u0435\u043d\u0438\u044e \u0441\u0442\u043e\u0438\u043c\u043e\u0441\u0442\u0438 \u043e\u0431\u0440\u0430\u0431\u043e\u0442\u043a\u0438 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439 \u0437\u0430 \u0441\u0447\u0451\u0442 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u044f \u0431\u043e\u043b\u0435\u0435 \u0434\u0435\u0448\u0451\u0432\u044b\u0445 \u0440\u0435\u0441\u0443\u0440\u0441\u043e\u0432 \u043f\u0435\u0440\u0432\u043e\u0439 \u043b\u0438\u043d\u0438\u0438 \u0438 \u043f\u043e\u0432\u044b\u0448\u0435\u043d\u0438\u044e \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u0437\u0430 \u0441\u0447\u0451\u0442 \u0441\u043e\u043a\u0440\u0430\u0449\u0435\u043d\u0438\u044f \u0432\u0440\u0435\u043c\u0435\u043d\u0438 \u043e\u0431\u0440\u0430\u0431\u043e\u0442\u043a\u0438 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u0439 (\u043d\u0435\u0442 \u044d\u0441\u043a\u0430\u043b\u0430\u0446\u0438\u0438 &ndash; \u043d\u0435\u0442 \u043f\u043e\u0442\u0435\u0440\u044c \u0432\u0440\u0435\u043c\u0435\u043d\u0438 \u043d\u0430 \u0440\u0435\u0430\u043a\u0446\u0438\u044e). \u041f\u0440\u0438\u043c\u0435\u043d\u0435\u043d\u0438\u0435 \u044d\u0442\u0438\u0445 \u043c\u0435\u0442\u0440\u0438\u043a \u0432\u044b\u0433\u043b\u044f\u0434\u0438\u0442 \u043e\u043f\u0440\u0430\u0432\u0434\u0430\u043d\u043d\u044b\u043c \u0438 \u043b\u0435\u0433\u043a\u043e \u0440\u0435\u0430\u043b\u0438\u0437\u0443\u0435\u043c\u044b\u043c. \u0412 \u0431\u043e\u043b\u044c\u0448\u0438\u043d\u0441\u0442\u0432\u0435 \u0441\u043b\u0443\u0447\u0430\u0435\u0432 \u0440\u0430\u0441\u0447\u0451\u0442 \u043f\u0440\u0435\u0434\u043b\u0430\u0433\u0430\u0435\u0442\u0441\u044f \u043f\u0440\u043e\u0438\u0437\u0432\u043e\u0434\u0438\u0442\u044c \u043f\u043e&#8230;<\/p>\n","protected":false},"author":32,"featured_media":24051,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,9,37,19,130],"tags":[],"class_list":["post-24045","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil","category-it-service-management","category-service-desk","category-metrics","category-incident-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ 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